Hexaware’s experience with generative AI technologies such as ChatGPT has been very positive: Sanjesh Rao, Hexaware Technologies

Sanjesh Rao, VP, Product Strategy and Innovation, Digital ITO, Hexaware Technologies, spoke with CXOToday on how emerging technologies are assisting in optimising IT operations. He discussed how Generative AI solutions such as ChatGPT help to streamline IT operations, as well as Hexaware’s experience with ChatGPT. He shared insights about Hexaware’s AI-driven solutions, emphasising their characteristics, innovative capabilities, and business benefits.

Data overload and management are two major business concerns these days, what are some of the overall business challenges caused by data deluge?

As companies collect and store increasing amounts of data, managing and making sense of it can be a major challenge. IT teams must find ways to handle the sheer volume of data while automating their infrastructure and using machine learning (ML) to extract valuable insights. To address these challenges, businesses can turn to advanced technologies and automation platforms that can handle the complexities of modern data management. These solutions should offer features like data aggregation and real-time streaming, and powerful ML algorithms for predictive analytics. Hexaware’s Tensai platform is one such tool that can help companies optimize their operations and achieve their digital transformation goals. By leveraging Tensai’s capabilities, organizations can streamline their workflow, increase efficiency, and gain a competitive edge in today’s data-driven business landscape.

How would emerging technologies like AI,ML and assisting organizations in addressing these challenges and increasing operational competence for IT operations?

Organizations are facing challenges in managing their IT operations due to the rapidly evolving technology landscape. Automation is crucial in overcoming these difficulties, enabling IT teams to focus on critical issues and strategic initiatives. Advanced technologies such as AI and ML, cloud computing, automation tools, and DevOps practices are available to help improve operational efficiency.

Hexaware’s Tensai automation fabric is a comprehensive solution to address these challenges. It includes over 600 pre-built bots and end-to-end automation capabilities and is designed to help organizations optimize performance, reduce costs, and deliver exceptional service to users. Organizations can achieve superior outcomes for their IT operations and business by leveraging automation and advanced technologies.

We’re seeing a surge in the popularity of Generative AI; could you explain some of the significant characteristics, merits, and business benefits of Generative AI models like ChatGPT?

Generative AI models like ChatGPT have become increasingly popular due to their ability to create a language that closely resembles human-generated writing. These models use deep learning algorithms to analyze large volumes of text data and provide contextually relevant and coherent answers. However, they are complex and require significant computing power to operate effectively.

One of the major challenges with generative AI models is the need for large amounts of training data to ensure accuracy and prevent the production of ambiguous or false data. Ensuring that the data used to train these models is reliable, unbiased, and extensively validated before deployment is essential to mitigate this risk. ChatGPT and similar models use filters and moderation techniques to ensure the generated text is appropriate for the intended audience.

Overall, generative AI models such as ChatGPT can provide valuable insights and serve a variety of applications, including natural language processing, customer service, and support. However, it is critical to carefully develop and deploy these models to address concerns regarding data quality and accuracy.

Amid the rising data overload concern, how do you believe technologies like ChatGPT can help to streamline and optimise IT operations? How can it help businesses better manage their data?

Amid concerns about data overload, technologies like ChatGPT can play a valuable role in streamlining and optimizing IT operations. ChatGPT can help businesses manage data more effectively and automate tedious processes by leveraging natural language processing and other AI techniques.

For instance, ChatGPT can be trained to quickly and accurately respond to common help desk queries, freeing IT personnel to focus on more complex issues. It can also provide technical troubleshooting support, offering detailed instructions for resolving issues or escalating them to human IT staff as needed.

ChatGPT may also automate IT alert notifications by monitoring system logs and sending alerts to the necessary staff members through email or chat. This may lessen the IT staff’s workload while ensuring that significant issues get resolved as soon as possible.

Overall, ChatGPT and similar AI language models have the potential to significantly enhance the productivity and effectiveness of IT operations, making it easier for businesses to manage their data and provide high-quality service to their users.

Could you please discuss your experience with using Generative AI technologies into your services and operations. What are some of the most critical processes or offerings for which Hexaware employs Generative AI solutions such as ChatGPT?

Hexaware’s experience with generative AI technologies such as ChatGPT has been very positive. Tensai, our automation platform, has leveraged these technologies to automate mundane IT chores, detect technical issues, and provide real-time assistance to IT teams. By using generative AI as a backend accelerator, we’ve been able to help IT personnel focus on more strategic efforts while quickly addressing critical issues, leading to improved overall efficiency and dependability.

One of our key offerings is Batten, Tensai’s knowledge AI engine. Batten can produce precise and fast solutions to customer concerns, making recommendations based on previous solutions and identifying patterns in customer issues. Doing so improves the overall quality of IT support and lightens the workload on IT personnel. Moreover, Batten has the capability to build an AI-powered knowledge ecosystem, ensuring that IT teams have access to accurate and relevant information.

At Hexaware, we understand that data privacy is of utmost importance. To address this, Batten redacts sensitive data in real-time to ensure compliance with data privacy regulations. Overall, generative AI models such as ChatGPT have proven to be effective in automating IT operations and improving efficiency and dependability.